Do managerial strategies influence service behaviours? Insights from a qualitative study

Anna-Lena Ackfeldt, Neeru Malhotra

Research output: Chapter in Book/Published conference outputChapter (peer-reviewed)peer-review


Based on a review of the extant literature, a conceptual framework for analyzing the associations between managerial strategies (internal communications, empowerment, supportive leadership and professional development), employee job attitudes (organizational commitment and job satisfaction) and prosocial service behaviours (PSBs) is developed. The authors explore the relevance of the proposed conceptual model and testable propositions regarding the associations between managerial strategies, employee attitudes and PSBs by conducting in-depth interviews of FLEs in a travel service organization. Based on the findings of the in-depth interviews, the relationships between managerial strategies, job attitudes and PSBs in the conceptual framework are largely supported.
Original languageEnglish
Title of host publicationSuccessful customer relationship management programs and technologies
Subtitle of host publicationissues and trends
EditorsEid Riyad
PublisherIGI Global
Number of pages14
ISBN (Electronic)978-1-4666-0289-2
ISBN (Print)978-1-4666-0288-5
Publication statusPublished - Mar 2012

Publication series

NamePremier reference source
PublisherIGI global


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